Stayo South Kensington

I am writing to formally lodge a complaint regarding the highly unsatisfactory experience we had recently with n.2 Queensberry Place by Stayo. Unfortunately, our experience was marred by several serious issues that we believe require your immediate attention and resolution.1. Delayed Check-In: Despite arriving on time, we were unable to check in at the designated check-in hour. This delay was not only inconvenient but disrupted our planned schedule.2. Room Security Concerns: When we finally accessed our room at 3:20 pm, we were shocked to find signs of recent occupation, including bags, lights turned on, chairs arranged around the room, and possibly used towels on the chairs. This raised significant security concerns, as it appeared that someone else may have been given access to our room. This is a serious breach of privacy and security, and it is unacceptable.3. Health and Well-Being Impact: After a long morning of sightseeing, we were looking forward to checking in, freshening up, and leaving our bags so we could continue exploring the city. Instead, we were forced to wait in the building’s stairwell, emailing your staff and attempting to resolve the situation. This delay left us physically exhausted and unable to enjoy our plans for the day.4. Wasted Time and Missed Experiences: Due to the delay and the uncertainty about when we would gain access to our room, we could not stay at the apartment while waiting for a response. This wasted valuable time that we had intended to spend exploring London, diminishing the overall experience of our trip.5. Mental and Physical Distress: The situation caused significant mental and physical stress, as we were forced to carry our bags throughout the city while waiting for a response from your team. This not only put us in a bad mood but also ruined what should have been a pleasant day of sightseeing.6. Poor Communication: It took hours for us to receive a response to our emails, despite multiple attempts to contact your staff. When we finally heard back, we were informed that the issue was a technical problem—a leakage that rendered our room inaccessible. Instead of a timely and proactive solution, we were offered alternative accommodation far from the location we had specifically chosen. The lack of prompt and clear communication was extremely distressing and only compounded our frustration with the situation.We were offered a full refund; however, it has now been over two weeks, and we have yet to receive any payment.Additionally, we expect that you will address the security lapse immediately to prevent such incidents from happening to other guests.We look forward to your prompt response and resolution to this matter.

⚠️ BEDBUGS, we stayed at their south Kensington hotel apartment and have been bitten by bedbugs . When we informed them, they refused to provide any report of inspection of the room

Booked them through Booking.com, they have not refunded me respecting the terms defined on the platform. They are illegally keeping my money and providing ridiculous excuses. Booking.com is intervening and I have already sent a report to Action Fraud and I-Prac that has apparently certified them.

ZERO OUT OF FIVEDon’t be deceived by the photos of their apartments. Read all the google reviews before you decide to book with them. Stayo is an absolute nightmare to deal with.Please beware that THERE IS NO FUNCTIONAL LIFT in this apartment block. We were placed in the basement - not dissimilar to a dungeon with no reception. My husband sprained his back carrying the luggages down those stairs.Sofa bed was also the worse I’ve come across - I could feel the springs on my back. Probably more comfortable on the floor.A lack of basics - we found ONE towel on arrival to share between 2 adults and a child and we were told that nothing can be done until the next day - we were advised that we should share the towel or not have a shower after a 25 hours flight because the cleaner has finished for the day. Unfortunately they have no after-hour management to deal with such issues. After arguing back and forth about this towel issue for 30 mins, she gave us “permission” to go search for towels in other unoccupied apartments. One towel was eventually found after searching through 2 apartments - this has take more than an hour of our time because stayo has such “wonderful” staff.I requested for a compensation for the time wasted and the stressed it has caused me and my family - that we should be given an upgrade for our room to one on ground floor. The operator I spoke to initially agreed for us to stay there for the night because the next guest won’t be arriving until the next day in the afternoon. She then proceeded to lock us out when we went out for dinner at 8pm, refusing to open the door until we got the police involved.I was told by the operator to call back at 9am the next day to speak to the manager. The manager was too chicken to answer the phone and I had to speak to the minions who were not in any position to make any decisions. They insisted that we needed to move out of our room a day before our actual check out date. They offered us a downgrade to a studio which meant we would be stuck with our luggage for 5 hours before we could check into the studio. That’s a huge inconvenient for travellers with no cars. How were we supposed to carry our luggage around for 5 hours during the day?We ended up checking out a day early. Stayo refused to refund the one night. We did however contacted booking.com and they have refunded us for the one night.

Warning, this place is wrong for many reasons and this is an honest review. Photos are deceptive, the room provided was much smaller in reality than it was on their photos. Apart from apartment 2, 4 and 5 on the ground floor, the rest of the apartments are practically inaccessible to family with young kids, groups with large and heavy suitcases, elderly with mobility issues or people on wheelchairs. We were informed that the lift has not worked for more than a year and there was no information regarding accessibility when one does the booking. When confronted about this, the lady whom we spoke with has an attitude and could not care less. She was rude, condescending, constantly interrupting the conversation whilst offering zero solution to problems.The “fondest” of all was we were given one towel to 3 persons in the booking and apparently our child who is 5 is not counted as human and deserves no towel or a place to sleep. Vile is an understatement! When complaint to this lady whom we had misfortune of trying to problem solve with her for more than an hour on the phone, she simply told us the cleaners would not come in until the next day and suggested we did not need to clean ourselves after a 24 hours flight from another hemisphere. She should win an award for her ingenious suggestion.Then she placed us in a slightly more decent apartment after we demanded with statements of our right. And this is the fun bit. We shifted to new apartment only to find out later that she blocked our access on our return from a quick bite to eat. She was callous, non-chalant and argumentative over the phone when we asked to regain access. This took us almost an hour and a steadily declining patience and detriment to our already exhausted young child and our own. She did not care until I rang Met Police whilst my wife tussling with her on the phone.Needless to say, this whole experience left us distraught. Thankfully, there is internet and rule of laws. We have media and legal connection and we will pursue this until the end of it.

I am writing to formally lodge a complaint regarding the highly unsatisfactory experience we had recently with n.2 Queensberry Place by Stayo. Unfortunately, our experience was marred by several serious issues that we believe require your immediate attention and resolution.1. Delayed Check-In: Despite arriving on time, we were unable to check in at the designated check-in hour. This delay was not only inconvenient but disrupted our planned schedule.2. Room Security Concerns: When we finally accessed our room at 3:20 pm, we were shocked to find signs of recent occupation, including bags, lights turned on, chairs arranged around the room, and possibly used towels on the chairs. This raised significant security concerns, as it appeared that someone else may have been given access to our room. This is a serious breach of privacy and security, and it is unacceptable.3. Health and Well-Being Impact: After a long morning of sightseeing, we were looking forward to checking in, freshening up, and leaving our bags so we could continue exploring the city. Instead, we were forced to wait in the building’s stairwell, emailing your staff and attempting to resolve the situation. This delay left us physically exhausted and unable to enjoy our plans for the day.4. Wasted Time and Missed Experiences: Due to the delay and the uncertainty about when we would gain access to our room, we could not stay at the apartment while waiting for a response. This wasted valuable time that we had intended to spend exploring London, diminishing the overall experience of our trip.5. Mental and Physical Distress: The situation caused significant mental and physical stress, as we were forced to carry our bags throughout the city while waiting for a response from your team. This not only put us in a bad mood but also ruined what should have been a pleasant day of sightseeing.6. Poor Communication: It took hours for us to receive a response to our emails, despite multiple attempts to contact your staff. When we finally heard back, we were informed that the issue was a technical problem—a leakage that rendered our room inaccessible. Instead of a timely and proactive solution, we were offered alternative accommodation far from the location we had specifically chosen. The lack of prompt and clear communication was extremely distressing and only compounded our frustration with the situation.We were offered a full refund; however, it has now been over two weeks, and we have yet to receive any payment.Additionally, we expect that you will address the security lapse immediately to prevent such incidents from happening to other guests.We look forward to your prompt response and resolution to this matter.